Refund policy

At Freya London, we want you to love your order. If something isn't quite right, you have 30 days after receiving your item to request a return.

Eligibility
To be eligible for a return, your item must be unworn, unwashed and unused, in the same condition you received it, with tags still attached and in its original packaging. Please include your order number or proof of purchase.

How to start a return
Please contact us at support@freyalondon.com with your order number and the item(s) you would like to return. Once your return is approved, we will send you the return address and instructions. Items sent back without first requesting a return cannot be accepted.

Return address: [VUL RETOURADRES IN]

Return shipping costs
Return shipping costs are the responsibility of the customer, unless the item is faulty, damaged or incorrect. Returns are free, we will provide you with a prepaid return label.

Damaged, faulty or incorrect items
Please inspect your order upon arrival. If an item is faulty, damaged or not what you ordered, contact us as soon as possible at support@freyalondon.com with your order number and a photo, and we will make it right at no extra cost to you.

Non-returnable items
For hygiene reasons, earrings and swimwear can only be returned if their hygiene seal or protective liner is intact. Gift cards cannot be returned.

Sale items
Sale and discounted items can be returned under the same conditions as full-price items.

Exchanges
The fastest way to get the item you want is to return your current item and, once the return is approved, place a new order.

UK & EU right to cancel
If you are a customer in the United Kingdom or the European Union, you also have the legal right to cancel your order within 14 days of receiving it, for any reason and without giving a justification. Items must be returned in the condition described above.

Refunds
We will let you know once we have received and inspected your return, and whether your refund has been approved. Approved refunds are issued to your original payment method within 10 business days. Please note that your bank or card provider may need some additional time to process the refund.

If more than 15 business days have passed since your return was approved and you haven't received your refund, please contact us at support@freyalondon.com.